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Article
Publication date: 1 April 1999

John C. Crotts and Gregory B. Turner

Creating and sustaining trust in buyer‐seller relationships constitutes a critical strategic skill in the international travel trade. After conceptualizing the importance…

Abstract

Creating and sustaining trust in buyer‐seller relationships constitutes a critical strategic skill in the international travel trade. After conceptualizing the importance of trust between wholesale buyers and suppliers in a tourism context, this paper proposes a model composed of the factors that influence both the level and type of trust. Trust is an essential part of successful buyer‐supplier relationships and this model identifies and explains a number of factors known to influence supplier trust in the business‐to‐business relationship.

Details

International Journal of Contemporary Hospitality Management, vol. 11 no. 2/3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 21 February 2020

Omid M. Ghoochani, Mansour Ghanian, Bahman Khosravipour and John C. Crotts

Destinations wishing to exploit their natural resources, such as wetlands, for tourism development are wise to reach consensus among their community’s stakeholders on the…

Abstract

Purpose

Destinations wishing to exploit their natural resources, such as wetlands, for tourism development are wise to reach consensus among their community’s stakeholders on the policies and practices needed to sustainably manage tourism development and activities in their fragile natural environments. Drawing from an old adage that you cannot manage what you do not measure, one of the most important challenges facing policymakers and destination managers is the measurement of tourism to determine if it is meeting its desired objectives. This paper aims to focus on producing a system for monitoring the performance of tourism development on sustainable tourism practices.

Design/methodology/approach

The proposed system is based upon a qualitative study using the Delphi method involving stakeholders from different areas of expertise in rural economic development and natural resource management.

Findings

After three rounds in the Delphi stage, the participants reached consensus on the following set of 69 indicators: Environmental (8 sub-components and 19 indicators), Socio-cultural (7 sub-components and 24 indicators) and Economic (8 sub-components and 26 indicators) for sustainable tourism development performance in the wetland areas.

Originality/value

The provided scale in this manuscript will allow the planners/managers to assess the sustainable tourism development in their area in an easy and reliable way.

湿地旅游可持续发展绩效的综合指标

旅游目的地希望开发自然资源(如湿地)来促进旅游业发展, 对这样的目的地而言, 与社区利益相关者在关于当地脆弱的自然环境中开展可持续旅游活动所需的政策措施的议题上达成共识, 是明智的。如老话所讲, 你不能管理你不衡量的东西。决策者和目的地管理者面临的最重要的挑战之一, 就是衡量旅游业发展是否达到了预期目标。本文旨在建立一个可持续旅游实践中的旅游发展绩效监测系统。

该系统是基于定性研究提出的, 采用德尔菲法, 涉及农村经济发展和自然资源管理不同领域的利益相关者。

在德尔菲阶段进行了3轮征询后, 参与者就以下湿地地区STDP的69项指标达成了共识:环境指标(8个分项和19个指标)、社会文化指标(7个分项和24个指标)和经济指标(8个分项和26个指标)。

此量表从整体的视角让规划者/管理者得以以简单可靠的方式评估旅游发展的可持续性, 同时基于其灵活性和基于实地收集数据的性质, 可以适应湿地地区任何旅游开发的特征,在发达国家和发展中国家都是如此。

关键词 湿地, 可持续旅游, 指标,绩效

Desempeño del desarrollo del turismo sostenible en los humedales: propuesta de un índice compuesto

Objetivo (limitado a 100 palabras)

Parece sensato que los destinos que deseen explotar sus recursos naturales, como los humedales, para el desarrollo del turismo, lleguen a un consenso entre los grupos de interés de su comunidad sobre las políticas y prácticas necesarias para gestionar de manera sostenible el desarrollo y las actividades turísticas en sus frágiles entornos naturales. Partiendo del viejo refrán de que no se puede gestionar lo que no se mide, uno de los retos más importantes a los que se enfrentan los responsables políticos y los gestores de destinos turísticos es la medición del turismo para determinar si cumple con los objetivos deseados. Este trabajo se centró en el desarrollo de un sistema de control del desempeño del desarrollo turístico en prácticas de turismo sostenible.

Diseño/metodología/enfoque (limitado a 100 palabras)

El sistema propuesto se basa en un estudio cualitativo que utiliza el método Delphi en el que participan grupos de interés de diferentes ámbitos de especialización en el desarrollo económico rural y la gestión de los recursos naturales.

Resultados (limitado a 100 palabras)

Después de tres rondas en la etapa Delphi, los participantes llegaron a un consenso sobre el siguiente conjunto de 69 indicadores: ambientales (8 subcomponentes y 19 indicadores), socioculturales (7 subcomponentes y 24 indicadores) y económicos (8 subcomponentes y 26 indicadores) para la STDP en los humedales.

Originalidad/interés (limitado a 100 palabras)

La escala propuesta implica una visión holística que permitirá a los planificadores y administradores evaluar su sostenibilidad de manera fácil y fiable. Además, basándose en su flexibilidad y su carácter de recogida de datos sobre el terreno, puede adaptarse a las características de cualquier desarrollo turístico de los humedales, tanto en los países desarrollados como en los países en vías de desarrollo de forma simultánea.

Palabras clave

Humedales, Turismo sostenible, Indicador, Desempeño.

Tipo de papel

Trabajo de investigación

Details

Tourism Review, vol. 75 no. 5
Type: Research Article
ISSN: 1660-5373

Keywords

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Article
Publication date: 27 March 2009

John C. Crotts, Robert C. Ford, Vincent C.S. Heung and E.W.T. Ngai

Hospitality organizations, whether large or small, are complex entities requiring managers to work through frontline employees to manage every guest's moment of truth and…

Abstract

Purpose

Hospitality organizations, whether large or small, are complex entities requiring managers to work through frontline employees to manage every guest's moment of truth and meet their firms' goals and objectives. This study aims to test propositions that firms whose staffing policies and systems are aligned with their strategic goals and objectives to outperform those firms with poorer organizational alignment.

Design/methodology/approach

Data were collected through a survey administered in winter of 2005 to 200 hourly wage employees from each of four matched hotels. Some 479 completed surveys were returned yielding a 59 percent response rate.

Findings

Between‐group differences in organizational alignment measures were statistically significant in the directions predicted. Specifically, subjects from the high organizational alignment hotels, on average, reported significantly higher organizational support, employee service commitment and employee satisfaction as compared to low organizational alignment properties.

Research limitations/implications

The findings of this study provide a strong indication that the workplace environment is a concept that employees are aware of which in turn influences their commitment and satisfaction.

Practical implications

This research provides managers with an assessment tool useful for ensuring that a firm is being effectively managed.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 3 no. 1
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 1 December 2000

John C. Crotts and Ron Erdmann

The influence of national culture on consumer evaluations of travel services was the focus of this study. Drawing from a representative sample of overseas visitors to the…

Abstract

The influence of national culture on consumer evaluations of travel services was the focus of this study. Drawing from a representative sample of overseas visitors to the USA, and controlling for socio‐economic and trip characteristics, results provide a limited indication that national culture influences how customers evaluate travel services and their willingness to repeat purchase and recommend a service to others. The implications for researchers are that national cultural differences are one of many forces influencing consumer decision making. It is a measurable construct, like gender and socio‐economic class, that conditions how consumers interact with others and should be taken into account in our attempts to better understand consumers needs and expectations.

Details

Managing Service Quality: An International Journal, vol. 10 no. 6
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 30 May 2008

John C. Crotts, Bing Pan and Andrew E. Raschid

Key drivers of guest delight are attributes that have a surprise value and a direct relationship with customers' repeat visit intent and thus a business' overall success…

Abstract

Purpose

Key drivers of guest delight are attributes that have a surprise value and a direct relationship with customers' repeat visit intent and thus a business' overall success. It is an important strategic task to determine what those critical attributes are. The aim of this paper is to provide a method for identifying those key drivers that contribute to guest delight.

Design/methodology/approach

The authors adopted two survey questions from Pritchard and Havitz to obtain liked and disliked service attributes, and two additional questions to identify the delighted and highly satisfied guests as measured by their overall satisfaction and intent repeat visit. Drawing from a sample of guests to a food and wine festival, this research purports a simple but inherently useful tool to identify key drivers of guest satisfaction and delight through four survey questions.

Findings

The four questions could be an economic and useful way to discover the key drivers of guest delight. The questions and their further analysis method evoke personally meaningful responses from guests, at both the micro and macro levels, that have practical implications for managers.

Research limitations/implications

This paper used a survey of festival visitors to test the method. Further testing on other types of travel and service surveys need to be conducted.

Originality/value

This research clearly adds new knowledge to the present body of hospitality and tourism literature by providing a simple and economic way to measure key drivers of visitor satisfaction; it also offers managerial implications for practitioners to improve their service quality.

Details

International Journal of Contemporary Hospitality Management, vol. 20 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Content available
Article
Publication date: 7 December 2020

Vincent P. Magnini, John C. Crotts and Esra Calvert

While all recoveries are good, some are better than others with regard to their speed and/or magnitude. Many revenue-related key performance indicators (KPIs), such as…

Abstract

Purpose

While all recoveries are good, some are better than others with regard to their speed and/or magnitude. Many revenue-related key performance indicators (KPIs), such as comparisons to budgets and forecasts that were designed pre-pandemic to assess a hotel's or destination's performance are no longer valid. Therefore, the primary purpose of this conceptual paper is to highlight the need to peg financial-related KPIs relative to competitors' performance during and following a radical market disruption. The secondary purpose of this paper is to summarize advances reported in the literature and in the industry related to competitor benchmarking and accurately identifying competitor sets.

Design/methodology/approach

This conceptual paper synthesizes research from disparate sources to offer a series of recommendations to the industry regarding best practices for developing and monitoring revenue-related KPIs during pandemic recovery. Such KPIs will be different based upon hospitality or tourism sector but must be largely founded upon benchmarking off comparable operations.

Findings

Industry disruptions triggered by COVID-19 underscore the need (1) to increasingly utilize competitor-based revenue KPI benchmarks; (2) to have reliable competitor benchmarking data more readily available for use by hotels and destination marketing organizations (DMOs) and (3) for both hotels and DMOs to more accurately identify their competitive sets.

Originality/value

The recommendations offered in this paper are anchored with appropriate theories and empirical research; and as a consequence, offer guidance for the industry for KPI formulation during and following the pandemic.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

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Article
Publication date: 6 April 2012

Yvette Reisinger and John C. Crotts

The purpose of this exploratory study is to examine the acculturation process of foreign‐born residents of the US. In particular, the study seeks to identify factors that…

Abstract

Purpose

The purpose of this exploratory study is to examine the acculturation process of foreign‐born residents of the US. In particular, the study seeks to identify factors that influence acculturation of foreign residents, the degree to which their acculturation takes place and its effect on individuals.

Design/methodology/approach

A sample of Korean‐born residents of the US was surveyed regarding their socio‐demographic characteristics and lifestyle preferences. Hofstede's five culture measures were used to identify the values of Korean and host culture. T‐tests were performed to determine if Korean respondents differed from their host culture and to identify the effects of marital status, spouse country of birth, and residence preferences. Correlations were run to assess the relationships between time (years residing in the US) and acculturation as measured by language, food and community preferences.

Findings

The study found that acculturation occurred, as measured by language preferences and Hofstede's culture measures, but only to a limited extent. Time, age, marital status, spouse country of birth, and preferred country of residence had only modest influence on acculturation. Most foreign‐born Korean residents of the US maintained a strong preference for their native culture.

Originality/value

Tourism destinations are becoming increasingly more ethnically diverse societies, due in part to immigration. From a marketing perspective, the increasing diversity in the foreign‐born population increases the need for new market segmentation. This, in turn, requires an understanding of if and how quickly foreign‐born residents abandon aspects of their native culture and become fully assimilated into their adopted host culture.

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Article
Publication date: 3 April 2007

Arch G. Woodside, John C. Crotts and Rich Harrill

The purpose of this editorial is to introduce the International Journal of Culture, Tourism and Hospitality Research.

Abstract

Purpose

The purpose of this editorial is to introduce the International Journal of Culture, Tourism and Hospitality Research.

Design/methodology/approach

The paper outlines the primary objective of IJCTHR.

Findings

The journal is designed to serve as a valuable platform for new theory and research articles that integrate multidisciplinary perspectives in describing, explaining, predicting, and influencing tourism and hospitality behavior within and across cultures.

Originality/value

The editorial describes the objectives of IJCTHR and, as the principal publication for the International Society of Culture, Tourism, and Hospitality Research, invites membership to the society, which is open to all scholars and individuals with professional or personal interests in acquiring knowledge on topics relating to culture, tourism, and hospitality.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 1 no. 1
Type: Research Article
ISSN: 1750-6182

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Book part
Publication date: 12 October 2016

Arch G. Woodside, Xin Xia, John C. Crotts and Jeremy C. Clement

The study here helps to fill the gap between the current practices of management performance audits for firms and government agencies. The study advances recent theories…

Abstract

The study here helps to fill the gap between the current practices of management performance audits for firms and government agencies. The study advances recent theories of program evaluation and marketing management auditing. While the application in this chapter refers to government agencies managing destination marketing programs (tourism agencies), the algorithmic model construction is applicable for all management audits. The study applies the perspectives from two streams of theory to describe five relevant activities for managing destination marketing programs: scanning, planning, implementation, assessing, and administering. The analysis proposes impact assessments to improve management performances of DMOs via checklists for assessing the quality of information in tourism-management performance audits. Checklists can serve as a management tool by management performance auditors and by DMO executives to enhance the quality in executing destination marketing programs. A meta-evaluation of 10 tourism management audit reports identifies good and bad practices. The findings indicate that substantial improvements are possible in the practice of DMO’s management performance auditing, and the proposed checklist may ensure both high quality performance audit reports and improved performances in DMO practices.

Details

Making Tough Decisions Well and Badly: Framing, Deciding, Implementing, Assessing
Type: Book
ISBN: 978-1-78635-120-3

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Article
Publication date: 24 August 2012

Anita Zehrer and John C. Crotts

The purpose of this study is to develop a vacation stress model that shows the influence exerted by internal and external stressors on the overall stress appraisal of US residents.

Abstract

Purpose

The purpose of this study is to develop a vacation stress model that shows the influence exerted by internal and external stressors on the overall stress appraisal of US residents.

Design/methodology/approach

The paper undertakes a review of the relevant literature and develops a SEM model for vacation stress, which is tested with data from a national panel of 110 US residents who report on taking a recent vacation.

Findings

The model shows that vacation stress is a multi‐dimensional concept. Vacation stress can be operationalized by pre‐trip stressors, travel stressors and destination stressors, which again can be internally or externally caused and correlate with one another. Destination stressors are the strongest dimension determining overall vacation stress. Vacation stress has more impact on the willingness to revisit than on the willingness to recommend the same destination to friends and relatives.

Practical implications

The study presents some practical implications for tourism marketers revealing that stress is multi‐dimensional and influenced by several types of stressors.

Originality/value

The notion that leisure activities such as taking a vacation may act as a means of coping with stress, is a common belief. However, research framed under transactional theory suggests that taking a vacation trip may actually cause stress. The paper attempts to provide a model to determine which factors cause overall vacation stress.

Details

Tourism Review, vol. 67 no. 3
Type: Research Article
ISSN: 1660-5373

Keywords

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